As a new hire at my public library system, I received the mandatory day-long Customer Service seminar last Monday. It was what it was. Customer service training is one of those things that is hard to pull off without sounding cliché. I’ve taught seminars like these, and I apologise for the wacky acronyms.

But, the up-shot this time was this wacky spot-the-stereotype video. I’ve been humming the little shanty all week, in between listening to better things.

What I took away from the CS training day was a thought about what and why we call people who use/visit the library. The happy, dancy video above uses “patron” (which some people don’t like), and “user” is a little loaded… as is client (which always makes think “person visiting a social worker”). All the terms have strikes against them. Nothing quite fits because the variety of people and ways a library is engaged by its community are far too complex to fold under one term.

The OPL likes the word “customer”.There is a genuine sincerity to the logic. The decision is probably fuelled by optics. The term customer is useful because it’s familiar and reflects an aesthetics of service. It also implies the exchange of money. Which isn’t always a bad thing. Public libraries are funded by the people coming through the doors – through taxes, donations, fines, and bookstore purchases. So, it could be like they’re paying and getting a service. It helps, maybe subtly, people know that it’s their money that gets them the services they use.

On the other hand, because the Public Library is a publicly funded institution, you could also say that the people who use the library and pay into the system are also co-owners. Maybe, I work in one large information co-op. I wonder what that could mean for the social/service contract of public libraries.

On that note, Halifax bloggers at go it alone (together) have done an good job of summing up the social and political nature of libraries (and a reason why right leaning conservative fellows might think they could want to cut libraries):

For people who believe in the need for radical social change, the fight to defend libraries is an extremely important one. Libraries are the most hopeful institutions our communities still have, and not only can they be used as a hub for community organising, but they are a familiar example of what a more just society could look like.

Libraries espouse the principle of the commons. Our communities own library holdings collectively, and libraries are one of the last indoor public spaces. In an increasingly alienated society, libraries continue to be a place where communities convene.

Ok. So, it’s been a long time since I’ve posted anything. The fact is, I’ve been learning the ropes at the Ottawa Public Library – in between training and meetings, I get to do some actual work. What work? Well, as an Integrated Library Systems Librarian, I get to bang literal and metaphorical wrenches against the largely metaphorical pipes that keep information flowing around the library.

I’ve latched onto the metaphor of being something like a Victorian steam engineer, working away in a gritty bunker trying to keep this big ol’information mill spinning. Without all the Steampunkish insinuations, it is a cool enough idea. Never mind that I cross through a children’s library to get to the office where my desk is…

Anyways, I’ve been remiss in following up on some posts I’ve half-started. So, in the interest of clearing my slate, here’s a run-down.

Another councillor in Mayor Rob Ford’s inner circle is backing away from a proposal to close libraries.

When asked Wednesday if she would support library closures to save money, Councillor Frances Nunziata (Ward 11, York South-Weston) said “no, of course not” and that if anything, branches should be better utilized to host more city programs.

“I don’t think there’s a will on council to close libraries,” said Nunziata. “I think we have to make better use of what we have… these are great facilities for programming.”

First it was right-winger James Pasternak (Ward 10, York Centre). Then TTC chair Karen Stintz (Ward 16, Eglinton-Lawrence). Now Nunziata, who is the council speaker and one of Ford’s longest and most loyal supporters.

Nunziata’s split is the clearest sign yet that libraries will likely be safe come fall when council is left to consider the service cut recommendations proposed by KPMG during the core service review.[source]

Not a sure thing, though. It’s great to see the city rallying and staying on the city council’s back. Keep it up, Toronto. Here’s some fight music to help!

Toronto Mayor Rob Ford: giver of cuts or promises of cuts or promises of cuts then paying more.

The Toronto Public Library (Canada’s largest library system) has recently been threatened with cuts. Having already seen one branch take a hit, the city’s library workers and supporters are taking a hard line. In brash awesomeness, they’ve issued a warning to city councillors looking to wield a heavy knife.

The Toronto Public Library Workers Union has a message for city councillors: If you want to keep your seat, support your local libraries.

Results of a survey commissioned by the union and released Wednesday found that half of Toronto residents said it would affect their vote “a great deal” if they knew a candidate had supported closing a library branch.

The survey sends “very clear” message, union president Maureen O’Reilly said. Of more than 1,000 respondents, about three-quarters said they disagreed with closing branches to save money. The library board recently approved a $184 million budget that led to a decision to close the Metro Hall branch. “We have no reason to believe this trend won’t continue,” O’Reilly said, adding that shutting branches adversely affects seniors and kids.[source]

The numbers seem to be in the TPL’s favour:

This message emerges from a Forum Research poll conducted on July 4, 2011 which found that three-quarters of Toronto residents disagree with the idea of closing local library branches as a way of solving the city’s deficit (74%), and more than one half disagree “strongly” (54%). When it is their own local branch which is threatened, the proportion of those who “strongly disagree” increases to two-thirds (64%).

Not only are library branch closures off the table as far as Toronto residents are concerned, more than half disagree with privatizing the delivery of any city services (55%), and more than one third disagree “strongly” (38%). When the Toronto Public Library is mentioned as a privatization target, seven-in-ten Torontonians disagree (71%), more than one half “strongly” (55%).[source]

Hopefully, this sort of information will make the budget hounds think twice.

I am intrigued by their notion of the Four Dimensions (see the illustration above). Besides being awesomely impossible to graph on a 2D chart, it’s a decent representation of the winds driving library evolution right now.

It’s also about strategic decision making. There is a certain amount of push-and-pull embedded in the 4D concept. A move on one spectrum will impact a library’s a place on one of the others. Can a “Creation” driven library also function well with an “Archive” and “Individual” focus?

The suggestion being: public libraries must choose what they want to be good at, since they cannot be good at everything. Read the rest of this entry »

Last week, the National Post printed an interview with some Canadian independent booksellers to discuss the future of the indie bookstore in the eBook future. The overall consensus is this: as the bottlenecks in what books gets published online disappear, the new niche will be curating collections for buyers. And of course, community, community, community.

Here are some highlights:

Mark L: I think that the shift and trend toward digital positions independent booksellers as more important than ever. After all, it’s one thing to find something to read, it’s quite another to find something good to read. You can get to the world’s largest buffet, but you might need help determining which of the dishes to sample. What becomes important for booksellers is determining how they’ll be in that game (and for some, if they even want to be in that game). Bricks-and-mortar bookstores, while they can and will be part of making digital books available to their customers, are likely going to continue to see a good portion of their successes and a good portion of their business within the realm where they are already firmly established.
Alana: I’d take Mark’s point one step further. Not only do independent booksellers help you find something good to read from among their carefully curated collection, they help you find something you’ll like -they’re all about community, and if you’re a regular, the staff will know you and your tastes. They host events and plenty of social opportunities -I can’t walk into my local indie without running into at least three people I know. I’ve yet to find an e-tailer that offers such an opportunity.[full article]

Independent booksellers, small-press publishers, and libraries share a lot of the same woes right now. As eBooks take-off, it seems like everything is in the hands of big publishers who control the content.

I really believe, though, it’s not big money’s game to lose. The ePublishing economy presents for libraries and indie-press/booksellers the opportunity to carve out (or maybe reclaim or expand) niches as curators and portals to good, rare, and/or reliable content. For readers inundated by so much content, this sort of service will be valuable.

I’m going to New York City for the first time ever for any reason this weekend. And, let me tell you I am gosh darn excited (and a little nervous. It is a huge, dense, epically mythic metropolis, after all. It is bigger than anything this Canadian boy has every seen before.)

More details on this event here. (Note: fans of the #Partyhard library agenda are probably in love with this idea.) Also, check out this design contest. It’s a pretty hip and locally driven aesthetic they’re breeding. As a design minded fellow, I can’t understate how much I like this kind of stuff. Good on you, CPL.

I saw all this and suddenly wanted a job at the Chicago Public Library. But really, what I want is a job where I can work with some community to build something similar. Data management is OK, but, man, I miss working with clients/users/information-seekers/people-about-town/etc.

Canada’s 41st election started out sort of dull and predictable (c.f. the lack-lustre debates). But, the recent news about the NDP’s surge has made things pretty darn interesting. I’ve been glued to the polls and news reports. (This is my way of saying: I’m too distracted to keep up the pace I set on this site, right now. Regular posts will resume next week.)

I’ve been looking around for ways Canadian libraries have supported voter engagement and turnout. Libraries across the country have put up information tables, dug out history and contemporary politics books for displays, and posted information and links online.

Is there more the library community can do than displays and links? What about cultivating the next generation of young voters? Are there election themed story-times out there? Are we engaging new Canadians in their new home’s politics?

The LIS community should be thinking of ways to help create and nurture engaged political communities. They’ll come in handy when libraries need protection from book banners and budget hawks. This will take more than just blog posts and Bristol board displays during election season. But, the results could be huge!

Libraries are political (but not necessarily partisan). History has shown how access to books and information (not to mention community space and communication tools) are powerful political tools. To ignore this is to ignore the important role libraries have had and can have in the direction of our nation and our world.

We have to play a role in shaping the future, if we want to have a role to play in the future.